# Email Assistant ### Overview {% embed url="" %} Custom categories help your AI email assistant automatically organize and process incoming emails based on your organization's specific needs. As a workspace admin, you can create up to 15 custom categories that will automatically classify emails and trigger appropriate actions. ### Accessing Category Settings 1. Navigate to **Settings >** [**Inbox Categories**](https://app.getcustomeriq.com/settings/inbox-categories) 2. This section is only accessible to workspace administrators ### Category Types You have three options for setting up categories: * **Custom Categories**: Create categories tailored to your specific business needs * **Default Categories**: Use pre-built general categories * **Vertical-Specific Packs**: Choose from industry-specific category sets ### Creating Custom Categories
#### Adding a New Category 1. Click **"New Category"** in the Inbox Categories section 2. Enter a **Category Name** (this cannot be changed later) 3. Write a detailed **Category Description** that explains what types of emails should be classified here 4. Save the category #### Writing Effective Category Descriptions The AI uses your category description to determine which emails belong in each category. Make your descriptions: * **Specific and detailed** - Include what should be included in this category, making sure it doesn't conflict with other existing categories. * **Clear about intent** - Explain the purpose or nature of emails in this category. **Example:** * Category Name: "Quotes" * Description: "Emails where a client, prospect, or referral is requesting a new quote or coverage. Always prioritize over Referrals or General Info." ### Managing Categories #### Editing Categories * **Category descriptions can be updated** at any time to improve AI accuracy * **Category names cannot be changed** once created * To change a category name, you must delete the old category and create a new one #### Deleting Categories * Deleted categories will no longer be used by the AI for new emails * Previously categorized emails will retain their category labels in the inbox * Consider the impact on reporting and CRM data before deleting #### Category Limits * Maximum of **15 categories** per workspace * Plan your category structure carefully given this limit ### Category Settings & Actions #### Workspace-Level Settings (Admin) For each category, you can configure: **CustomerIQ Logging** * Choose whether emails in this category should be logged as submissions for AI analysis * Logged submissions are visible to all workspace members * Enable this for categories that provide valuable customer insights **CRM Integration** * If you have a CRM connected via Apps & Integrations, logged categories will sync according to your CRM settings * Configure CRM field mappings in the Apps & Integrations section #### User-Level Settings Individual users can configure: **Auto-Reply Drafting** * Users can enable/disable AI reply drafting for each category * This allows team members to customize which types of emails get automated response suggestions * Access this in individual user settings ### Best Practices #### Category Strategy 1. **Start broad, then refine** - Begin with general categories and narrow descriptions based on AI performance 2. **Avoid overlap** - Make categories mutually exclusive to prevent confusion 3. **Test and iterate** - Monitor how well the AI categorizes emails and adjust descriptions accordingly #### Description Optimization 1. **Use specific keywords** your customers actually use 2. **Include context clues** like sender types, urgency indicators, or specific phrases 3. **Update regularly** based on misclassified emails #### Workflow Integration 1. **Plan your logging strategy** - Only log categories that provide business value 2. **Coordinate with CRM setup** - Ensure category data flows properly to your CRM 3. **Train your team** - Make sure users understand how to configure their reply preferences ### Troubleshooting **AI isn't categorizing emails correctly:** * Review and refine category descriptions * Check for overlapping category definitions * Consider if you need additional categories for edge cases **Categories not syncing to CRM:** * Verify CRM connection in Apps & Integrations * Ensure category logging is enabled for those categories * Check CRM field mapping settings **Need to change a category name:** * Create the new category first * Delete the old category * Note: Historical data will retain the old category name ### Technical Notes * Categories are applied as emails arrive in real-time * Each email receives only one category classification * Category changes take effect immediately for new incoming emails * Previously categorized emails are not automatically re-categorized when descriptions change